Telephone Techniques
To improve telephone techniques of staff who use the telephone as part of their daily activity.
Telephone Techniques
Programme Aims
- To improve telephone techniques of staff who use the telephone as part of their daily activity.
Programme Objectives
By the end of the session candidates will be able to:
- Identify barriers to communication
- Identify the importance of “first contact” i.e. you are the voice of the company
- Communicate effectively with both internal and external customers
- Direct customers to the right person based on information collected i.e. company, name of person calling, telephone number, subject
- Act as a gatekeeper and deflect unwanted calls
- Listen to the customer in order to identify the correct action to take
- Identify the effect that body language has on your technique and the effect it has on the other person
- Engage in active listening techniques
Who is this programme of study for?
- Anyone who uses a telephone as part of their daily activities
Certification
- Certificate of attendance
Interested?
If you want more information please contact us
